HGS in the News

Careline & Unilever shortlisted for major industry award

Friday, July 9, 2010 | UK

Careline - Call centre awardsCareline and Unilever have been shortlisted in the 'Best Outsourced Partnership' category of the 2010 European Call Centre Awards. The nomination recognises the achievements of the Unilever Consumer Care Line, which has been operated by Careline since 2007.

Since working with Careline Unilever has seen consumer satisfaction improve dramatically. The Unilever Consumer Care Line now consistently outperforms those of its competitors for call quality and customer experience. At the same time, through a range of innovative process improvements, Careline has reduced the cost of operating the line by 15%.

The Unilever Consumer Care Line supports over 3,000 Unilever products within 40+ brands. An intensive Graduate School programme and exhaustive knowledge base means every agent is able to handle enquiries on any one of those products.

Find out more about Careline's support for the world's leading manufacturer of food, home care and personal care products.

The final award results will be announced at a gala dinner at Birmingham's NEC on Tuesday 21 September.

"We're thrilled that our achievements and Unilever's have been recognised in this way," says Charles Cooper - Driver. "Unilever has always had a clear vision for its Consumer Care Line, both as a loyalty generator and as a source of business intelligence. We're delighted to have been able to spend the last three years making that vision a reality."

Find out more about the European Call Centre Awards at www.callcentre.co.uk/europeancallcentreawards.

Date added: Friday 9th July 2010